ADVIA 360, 560, and 560 AL Hematology Systems: Correlation Results

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Sue Mead, ADVIA 360, 560, and 560 AL Hematology s: Correlation Results

Table of Contents Page 3-5 Page 6 Page 7-8 Page 9-10 Page 11-12 Page

Engineer Survey Norway ADVIA 560 AL Results Italy AL Results Germany

2 Table of Contents Page 3-5 Page 6 Page 7-8 Page 9-10 Page Page Page Page 17 Early Adopter Customer Survey Early Adopter Engineer Survey Norway ADVIA 560 AL Results Italy AL Results Germany Results U.S. Results U.S. ADVIA 360 Results Contact Information Page 2

3 Early Adopter Customer Survey Customer Survey: New Design Germany: Italy: AL Norway: AL How would you rate the following new design of the system as it relates to (1 = dissatisfied, 4 = satisfied): Rate 1-4 Rate 1-4 Rate 1-4 Rate the ordering of reagents and consumables. 2 N/A N/A How satisfied are you with the Operator s Manual? How satisfied are you with the instrument s performance? How satisfied are you that you received the right amount of training to run the instrument? Customer Survey: Software Germany: Italy: AL Norway: AL How would you rate the ease of use of the following (1 = dissatisfied, 4 = satisfied): Rate 1-4 Rate 1-4 Rate 1-4 Rate your overall satisfaction with the analyzer Intuitiveness of the icons Page 3

4 Early Adopter Customer Survey (Cont.) Customer Survey: Assays Germany: Italy: AL Norway: AL Please rank the assay performance in terms of (1 = extremely dissatisfied, 4 = extremely satisfied): Rate 1-4 Rate 1-4 Rate 1-4 Accuracy and precision N/A D barcode and the ability to scan in the reagents, controls, and calibrators Customer Survey: Maintenance Germany: Italy: AL Norway: AL Please rate the maintenance procedures (1 = dissatisfied, 4 = satisfied): Rate 1-4 Rate 1-4 Rate 1-4 Daily maintenance procedure Weekly maintenance procedures 3 4 N/A Removal / replacement of waist containers 1 4 N/A Please rate the workflow optimization and usability software: Messages provide sufficient information to resolve any issues encountered Page 4

5 Early Adopter Customer Survey (Cont.) Customer Survey: Reliability Germany: Italy: AL Norway: AL How would you rate the system s reliability in terms of (1 = dissatisfied, 4 = satisfied): Rate 1-4 Rate 1-4 Rate 1-4 Ability to operate without having to re-start the system / system breakdown frequency The ability to troubleshoot based on the flags and events that can be seen in an event log Customer Survey: Summary Please rank your overall satisfaction level regarding the following (1 = extremely dissatisfied, 10 = extremely satisfied): Germany: Italy: AL Norway: AL Rate 1-10 Rate 1-10 Rate 1-10 Operator interaction with the system hardware The productivity and performance of the reliability Page 5

6 Early Adopter Engineer Survey Service Engineer Survey Customer Service Engineer Questions Germany Italy U.S. Is the service software easy to use? Yes Yes Yes Do the error codes give help in troubleshooting? N/A N/A Yes Are all the areas of the instrument on which you must work easily accessible No Yes Yes Is the service documentation available and accessible? Yes Yes Yes Are service documentation and tools adequate? Yes Yes Yes Can the systems be ordered and shipped correctly? Yes Yes Yes Are spare parts orderable and available? Yes Yes N/A Can the system be installed correctly? Yes Yes Yes Do you feel that you are adequately trained to install, troubleshoot, and repair? No Yes Yes Are TAS s adequately trained to configure, troubleshoot, and escalate issues? Yes Yes Yes Is the escalation process in place and does it work? Yes N/A Yes Are the customers adequately trained? Yes N/A Yes Was customer training content adequate or do customers need more to it? Yes N/A Yes Have the comments from the Installation Ratings Reports been communicated to appropriate functions and are there any significant issues that would prevent full release? Yes/No N/A N/A Page 6

7 Norway: AL Results Page 7

8 Norway: AL Results (Cont.) PLTS NEUTS LYMPHS WBC HGB MCV Page 8

9 Italy: AL Results Page 9

10 Italy AL Results (Cont.) PLTS NEUTS LYMPHS WBC HGB MCV Page 10

11 Germany: Results Page 11

12 Germany Results (Cont.) PLTS NEUTS LYMPHS MCV HGB WBC Page 12

13 U.S. Results Page 13

14 U.S. Results (Cont). PLTS NEUTS LYMPHS WBC HGB MCV Page 14

15 U.S. ADVIA 360 Results Page 15

16 U.S. ADVIA 360 Results (Cont.) PLTS GRANS LYMPHS WBC HGB MCV Page 16

17 Contact Information Sue Mead Siemens Healthcare Diagnostics Phone: Mobile: Page 17

T H E B O T T O M L I N E

T H E B O T T O M L I N E P R O G R A M : C U S T O M E R R E L A T I O N S H I P M A N A G E M E N T R E S E A R C H N O T E D O C U M E N T Q 9 8 J U N E 2 0 1 6 ZENDESK TRUSTPILOT A N A L Y S T S Rebecca Wettemann, Barbara Peck